This summer we are releasing the following features:
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For more information about whisper coaching, see Supervisor Monitoring.
New user administration
The Users area of the NewVoiceMedia platform is the new place to manage users, skills and groups. Supervisors can manage users, skills and groups individually, or perform some management tasks on many users at a time. Users provides much of the functionality found in User Access, Real Time, and Skill Management, plus new feaures such as importing multiple users from a CSV file or even a Salesforce account.
Searching users
Importing multiple users from CSV file
Pilot documentation (importing multiple users from a CSV file only)
For information about Users, see UsersUser Admin.
Queued callbacks
When an inbound call arrives in the NewVoiceMedia platform, NewVoiceMedia routes the call through applets as configured in the interaction plan. Using interaction plan settings, NewVoiceMedia determines which agent or agents can handle the call and estimates when such an agent will be available.
With queued callbacks, NewVoiceMedia can set up a callback to the caller. Setting up a callback enables the caller to hang up their phone rather than waiting for an agent to answer their existing call. When the caller hangs up their phone, NewVoiceMedia does not count the call as abandoned. When an appropriate agent becomes available to handle the call, NewVoiceMedia initiates an outbound call from that agent to the caller. NewVoiceMedia changes the agent's state to Busy Callback.
By default, NewVoiceMedia makes the callback to the original CLID. NewVoiceMedia also maintains both the caller's original waiting time and all skills, agreements, and data sources associated with the call. NewVoiceMedia initiates the callback, therefore, at approximately the same time that the original call would have been answered. NewVoiceMedia routes the call to the same queue as the original call.
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General Data Protection Regulation in NewVoiceMedia
On 25th May 2018, the General Data Protection Regulation (GDPR) took effect in the European Union.
NewVoiceMedia features that support GDPR are already available for use. For information about these features, see General Data Protection Regulation in NewVoiceMedia.
Dashboards
The Dashboards area of the NewVoiceMedia platform contains interactive displays that provide insights into a NewVoiceMedia platform account's activity. The dashboards use near real-time APIs to gather data that allows you to monitor and improve your customer service and sales experience.
Dashboards are made up of various components—widgets—that represent past and current activity in your account. The widgets contain different types of information depending on their configuration.
Example dashboard
Multi-language support in Conversation Analyzer
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